Customer Service Representative

Job Description

Deliver exceptional customer service through accurate order management, proactive communication, and timely resolution of customer inquiries and issues. Maintain a high level of professionalism, accountability, and customer focus, demonstrating resilience and a positive attitude in a fast-paced and demanding environment. Work closely with internal stakeholders to ensure seamless order fulfillment, adherence to established processes and service standards, and continuous improvement of the customer experience.

• Maintain punctual attendance and adhere to the company's 5-day office-based work arrangement, supporting daily operations and team collaboration.
• Process customer orders accurately and efficiently in the ERP system in accordance with established procedures.
• Manage customer inquiries, requests, complaints and escalations professionally and in a timely manner.
• Proactively contact customers to bring in orders, confirm order details and resolve issues where required.
• Coordinate with Logistics, Sales, Supply Planning and other stakeholders to ensure timely order fulfillment.
• Monitor order status and prepare routine reports on service performance.
• Achieve agreed KPIs related to service quality, order processing, and customer satisfaction.
• Identify process improvement opportunities and support implementation of approved solutions.
• Maintain accurate customer records and ensure proper documentation and filing.
• Build strong product and customer knowledge to provide effective support and recommendations.
• Demonstrate professionalism, accountability, and respect in all interactions with customers, colleagues, and management
• Support team members and provide backup coverage across Customer Service functions when required.

Education

• Diploma, Degree, or equivalent qualification.
• Fresh graduates are welcome to apply.
• Experience in Customer Service, Order Management, or SAP is an advantage.
• Proficient in Microsoft Office, especially Excel; SAP knowledge is a plus.
• Good communication and interpersonal skills, with confidence to interact with both internal stakeholders and external customers via phone, email, and other channels.
• Strong multitasking, organizational, and problem-solving skills with the ability to prioritize work in a fast-paced environment.
• Positive attitude, customer-focused, tech-savvy and eager to learn.
• Reliable, professional, and able to work effectively both independently and as part of a team.
• Able to work 5 days per week in an office-based environment.
• This role is open for two positions — one permanent and one contract position. Candidates may be considered for either employment arrangement based on business requirements and suitability.